Senior Vice President, Digital Commerce & Customer Engagement

Company Description

EBG is an e-commerce solutions provider specializing in travel and entertainment, and also offering retail products and services, voluntary benefits and insurance. 

EBG powers a robust portfolio of technology solutions and operates a network of employer and membership-based platforms reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG's expanded network reaches over 100 million users from participating companies and closed loop affinity and membership groups. 

EBG owns and operates one of the largest and most comprehensive employee savings programs in the country — serving over 40,000 corporate clients through its proprietary platforms TicketsatWork, Plum Benefits, Working Advantage and Beneplace. 

EBG is a b2b2c company headquartered in Miami (Aventura), with offices in New York, Orlando, and Austin.

Job Description

The Senior Vice President, Digital Commerce & Customer Engagement will be responsible for driving transformative omni-channel strategies, delivering exceptional customer experiences and accelerating revenue growth.  Leveraging deep retail expertise and emerging technologies, this leader will direct a cross-functional team across omni-channel commerce, CRM, merchandising, and marketing operations, fostering a data-driven culture and ensuring a seamless, personalized customer journey. 

Key Responsibilities: 

• Drive Omni-Channel Transformation: Architect and execute a comprehensive omni-channel strategy, delivering unified and personalized customer experiences across all touchpoints.  
• Maximize Digital Commerce Performance: Lead the strategic management and optimization of the company's digital commerce platform, driving traffic, conversion rates, and average order value. Optimize digital marketplace operations, ensuring seamless product presentation, search functionality, and checkout processes.  
• Lead Multi-Channel Marketing Initiatives: Develop and execute impactful multi-channel marketing strategies, with a focus on email marketing. Drive targeted email campaigns, implement best practices, and analyze performance to optimize conversions. Expand channel reach as appropriate, ensuring seamless integration with the omni-channel strategy.  
• Optimize Digital Merchandising and Product Management: Collaborate with partner development teams to execute data-driven digital merchandising strategies, maximizing revenue. Optimize product assortment, pricing, and promotions within digital channels.  
• Enhance Customer Loyalty Through Strategic CRM: Spearhead the development and implementation of CRM strategies to drive customer acquisition, retention, and engagement. Leverage data to personalize customer interactions and ensure CRM system integrity. Design and deploy personalized customer journey maps, utilizing data to trigger tailored communications and offers.  
• Streamline Marketing Operations and Automation: Direct marketing operations, including campaign management, automation, and analytics. Implement and optimize marketing technologies and processes to enhance efficiency and personalization.  
• Deliver Personalized Customer Experiences: Architect and implement advanced personalization strategies across all digital touchpoints, leveraging data and AI, including GenAI, to create tailored customer experiences and drive engagement.  
• Integrate Generative AI for Innovation: Identify and implement strategic opportunities to leverage GenAI and other AI technologies to enhance personalization, content creation, customer service, and marketing automation.  
• Cultivate High-Performing Teams: Lead, mentor, and develop a high-performing, cross-functional team, fostering a collaborative and results-driven environment.  
• Drive Data-Driven Decision Making: Utilize advanced data analytics to monitor KPIs, identify trends, and inform strategic decisions. Generate comprehensive reports on digital commerce and customer engagement performance.  
• Manage Financial Performance: Develop and manage the budget for the Digital Commerce and Customer Engagement team, ensuring efficient resource allocation.  
• Maintain Competitive Advantage: Conduct ongoing market research and competitive analysis to identify opportunities for innovation and growth. 

#LI-Hybrid

Qualifications

• Bachelor's degree in Business, Marketing, or a related field; MBA preferred. 
• 10 years of progressive experience in digital commerce, marketing, and customer relationship management, with a strong focus on retail and multi-product line marketplaces. 
• Proven track record of success in developing and executing omni-channel strategies, including email marketing and other channel marketing initiatives. 
• Deep understanding of e-commerce platforms, CRM systems, marketing automation tools, email marketing platforms, data analytics platforms, and search optimization tools.    
• Experience with leveraging AI and GenAI in marketing and customer experience initiatives. 
• Strong understanding of retail commerce principles, merchandising, product management, and product categorization/search best practices. 
• Excellent leadership, communication, and interpersonal skills. 
• Ability to build and maintain strong relationships with internal and external stakeholders.    
• Experience managing and mentoring a large team. 
• Strong analytical skills and experience using data to make informed decisions, including channel-specific performance analysis, CRM data analysis, and search data analysis.    
• Passion for digital commerce and a customer-centric approach. 

What Sets You Apart: 

• Customer-centricity is your north star. 
• You are a proven leader of enterprise-level transformation. 
• You are a highly influential change agent. 
• You are energized by the pursuit of the possible. 
• You’re intellectually curious about how to continue to meet and exceed ever-changing customer expectations. 

Additional Information

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Basic Life and AD&D (Company Paid)
• Additional Voluntary Benefits (additional life, legal, critical care, and more)
• Flexible Work Arrangements
• 3 Weeks of PTO 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Centers (location dependent)
• Annual Day of Giving
• Company Bonus Program
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cards to full-time employees to experience and enjoy the savings marketplace!